管理咨詢(xún)059麥肯錫--crm研究報(bào)告(參考版)
2025-01-14 11:58本頁(yè)面
【正文】 percent ? Most sophisticated banking customers ? Not satisfied with current financial institution ? Most likely to switch banks Leverage aspirants ? Like accessibility ? Want inter banking ? Optimistic about the future ? Open to borrowing ? Proforeign banks Modern conservatives ? Advice seeking group ? Price sensitive ? Like convenience ? Not open to borrowing ? Middle level jobs Traditional simplifiers ? Like to deal with fewer financial institutions ? Prefer local banks ? Adverse to borrowing ? Tend to make familycentric financial decisions ? Concern about retirement ? Not keen about inter Change resistor Change seeker Source: McKinsey Proprietary PFS Survey, McKinsey analysis SASU0050030611A4 21 We continue to invest millions in our database and customer technology, but are really struggling to take advantage of it Even though we are considered one of the strongest players in our industry, we have some big gaps . . . We need to build seamless customer relationships across our channels, including the inter. . . but we struggle with how to work outside our traditional business silos We’ve defined some pretty high aspirations for being more customer centric, but we can’t seem to really get moving. . . We’ve launched successful pilot programs in many product areas, but we can’t agree on how to pursue cross business opportunities which offer even more upside potential EVEN SOPHISTICATED CRM PLAYERS CAN FIND ASPECTS OF EXECUTING CRM CHALLENGING SASU0050030611A4 22 FINANCIAL INSTITUTIONS TYPICALLY DERIVE 80% TH FROM 20% OF THEIR CUSTOMERS Profit/household Percent 80040019070 30 106 0 1 1 05 8 02 . 2 5 01 2 4 5 6 Clear need to develop tailored strategies to retain highestvalue customers Large differences in customer value suggest opportunity to differentiate marketing, service, and product offerings 115% of value 10% of value 25% of value 7 3 8 9 10 Best decile Worst decile DISGUISED EXAMPLE 。SASU0050030611A4 重要資料 敬請(qǐng)保密 看后刪除 SASU0050030611A4 1 SEGMENT MANAGEMENT TREND 1 . those that leave or reduce rela
公司管理相關(guān)推薦
鄂ICP備17016276號(hào)-1